Customer Service Representative

British Council • Full Time • Hong Kong, China • 2w ago

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.

We connect. We inspire.

Role Description/Purpose

The British Council is looking for a motivated and customer-focused professional to join our team as a Customer Service Representative (CSR). In this role, you will deliver consistent, high-quality customer experiences across multiple channels, including face-to-face interactions, phone, email, web chat, and social media. As the first point of contact for our customers, you will manage enquiries, registrations, complaints, and transactions efficiently, ensuring accurate information, smooth customer journeys, and full adherence to service standards.

Customer Service Representatives are expected to resolve most enquiries at first point of contact, escalating issues where appropriate and identifying opportunities to promote relevant products and services that support both sales and customer retention. The role requires a strong focus on compliance, data accuracy, and effective use of systems such as CRM and registration platforms to ensure high-quality service delivery.

The position offers a clear development pathway, from inductee to specialist, combining service excellence with proactive customer engagement. Through this approach, you will contribute to customer satisfaction, loyalty, and advocacy, while supporting revenue growth and the British Council’s wider mission of building trust and understanding worldwide.

The Customer Service Representative role sits within the Sales and Customer Service function, which underpins the organisation’s success by delivering excellent customer experiences and strengthening long-term relationships. As a frontline representative, you will engage with a diverse customer base and play a key role in connecting people to our products and services. By working across multiple channels and service types, you will contribute directly to commercial performance while upholding the British Council’s brand values and global purpose.

Role Accountabilities

We are seeking a customer-focused professional to join our team as a Customer Service Representative. In this role, you will deliver excellent customer service across multiple channels, including face-to-face interactions, phone, email, web chat, and social media. You will handle enquiries, complaints, and registrations professionally and accurately, ensuring a consistent customer experience that meets defined service standards.

You will be responsible for maintaining accurate and timely data entry across CRM and other operational systems, ensuring full compliance with safeguarding, financial, and information security policies. Attention to detail and strong system use will be essential to support high-quality service delivery and operational integrity.

During customer interactions, you will actively identify opportunities to recommend suitable products and services, contributing to sales performance and customer retention. You will also provide valuable feedback and insights on customer needs, behaviours, and recurring issues, supporting continuous improvement initiatives and contributing to Voice of the Customer activities.

The role includes supporting a range of operational processes such as booking consultations, processing payments and refunds, and managing customer communications, while ensuring alignment with quality assurance and audit requirements. You will be expected to continuously develop your knowledge of British Council products, services, and policies to ensure customers consistently receive accurate, up-to-date information.

This role is ideal for someone who is service-oriented, commercially aware, and committed to delivering high-quality customer experiences while supporting organisational objectives.

Qualifications & Experience

Essentials

Proficiency in English equivalent to a Common European Framework of Reference for Languages (CEFR) B2 level.
Proficiency in Cantonese equivalent to a Common European Framework of Reference for Languages (CEFR) C2 level.
Experience of working in a customer-facing role, delivering services to agreed quality standards.
Strong computer literacy with the ability to use standard applications confidently.

Desirables

Proficiency in English equivalent to a Common European Framework of Reference for Languages (CEFR) C1 level.
Experience of supporting service-to-sales opportunities within a customer interaction.
Proficient in using computer systems and digital tools including CRM platforms and online registration systems.

Important Information:

To ensure a consistent evaluation process, candidates are required to upload their CV in English.
Location: Hong Kong (On-site working model).
Salary: Pay band 4.
Contract type: Indefinite.
Please note: The role requires working on a five-day-per-week rotating schedule, set in advance by the team manager. This schedule aligns with customer service team needs and may include late afternoons and Saturdays/Sundays.
Proof of Identity & Right to Work: Locally Recruited - Applications are welcomed from candidates currently in this location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Closing date – Friday 2 October 2026.

A connected and trusted UK in a more connected and trusted world.

Equality, Diversity and Inclusion Statement

We are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

Safeguarding Statement

The British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.

If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org

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